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1 IES 331 Quality Control TQM / Quality Systems and Standards Week 15 September 13-15, 2005.

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Presentation on theme: "1 IES 331 Quality Control TQM / Quality Systems and Standards Week 15 September 13-15, 2005."— Presentation transcript:

1 1 IES 331 Quality Control TQM / Quality Systems and Standards Week 15 September 13-15, 2005

2 Dr. Karndee Prichanont IES331 1/ Outline  Total Quality Management (TQM)  Quality Improvement and Role of Employees  Strategic Implications of TQM  Six Sigma  TQM in Service Companies  Quality Awards and Setting Quality Standards  ISO 9000

3 Dr. Karndee Prichanont IES331 1/ Achieving-Sustaining-Improving Quality Quality Management Quality Control Quality Improvement Quality Assurance

4 Dr. Karndee Prichanont IES331 1/ Total Quality Management (TQM)  Commitment to quality throughout organization Principles of TQM Customer-oriented Leadership Strategic planning Employee responsibility Continuous improvement Cooperation Statistical methods Training and education

5 Dr. Karndee Prichanont IES331 1/ Quality Gurus  Walter Shewart In 1920s, developed control charts Introduced the term “__________________”  W. Edwards Deming Developed courses during World War II to teach statistical quality-control techniques to engineers and executives of companies that were military suppliers After the war, began teaching statistical quality control to Japanese companies  Joseph M. Juran Followed Deming to Japan in 1954 Focused on _____________________

6 Dr. Karndee Prichanont IES331 1/  Armand V. Feigenbaum  In 1951, introduced concepts of total quality control and continuous quality improvement  Philip Crosby  In 1979, emphasized that costs of poor quality far outweigh the cost of preventing poor quality  In 1984, defined absolutes of quality management— conformance to requirements, prevention, and “zero defects”  Kaoru Ishikawa  Promoted use of quality circles  Developed “____________” diagram  Emphasized importance of internal customer Quality Gurus (cont.)

7 Dr. Karndee Prichanont IES331 1/ Deming Wheel: PDCA Cycle 1. Plan Identify problem and develop plan for improvement. 2. Do Implement plan on a test basis. 3. Study/Check Assess plan; is it working? 4. Act Institutionalize improvement; continue cycle.

8 Dr. Karndee Prichanont IES331 1/ TQM and…  … ____________ a relationship between a company and its supplier based on mutual quality standards  … ____________ system must measure customer satisfaction  … ____________ infrastructure of hardware, networks, and software necessary to support a quality program

9 Dr. Karndee Prichanont IES331 1/ Quality Improvement and Role of Employees Participative problem solving  ________________________ ________________________  every employee has undergone extensive training to provide quality service to Disney’s guests

10 Dr. Karndee Prichanont IES331 1/ Presentation Implementation Monitoring Solution Problem results Problem Analysis Cause and effect Data collection and analysis Problem Identification List alternatives Consensus Brainstorming Training Group processes Data collection Problem analysis Organization 8-10 members Same area Supervisor/moderator Quality Circle

11 Dr. Karndee Prichanont IES331 1/ Strategic Implications of TQM  _________________________

12 Dr. Karndee Prichanont IES331 1/ Six Sigma  A process for developing and delivering near perfect products and services  Measure of how much a process deviates from perfection  ____________ per million opportunities  Champion: ___________________________________

13 Dr. Karndee Prichanont IES331 1/ Black Belts and Green Belts  ______________ project leader  ______________ a teacher and mentor for Black Belts  ______________ project team members

14 Dr. Karndee Prichanont IES331 1/ DPMO 67,000 DPMO cost = 25% of sales 67,000 DPMO cost = 25% of sales Six Sigma: DMAIC

15 Dr. Karndee Prichanont IES331 1/ TQM in Service Companies  Principles of TQM apply equally well to services and manufacturing  Services and manufacturing companies have similar inputs but different ________________________  Services tend to be ________________________  Service defects are not always easy to measure because service output is not usually ___________ _________________________________________

16 Dr. Karndee Prichanont IES331 1/ Quality Attributes in Service  Benchmark “best” level of quality achievement one company or companies seek to achieve  Timeliness how quickly a service is provided “quickest, friendliest, most accurate service available.”

17 Dr. Karndee Prichanont IES331 1/ Baldrige Award  Created in 1987 to stimulate growth of quality management in the United States  Categories Leadership Information and analysis Strategic planning Human resource Focus Process management Business results Customer and market focus

18 Dr. Karndee Prichanont IES331 1/ Other Awards for Quality  USA national individual awards Armand V. Feigenbaum Medal Deming Medal E. Jack Lancaster Medal Edwards Medal Shewart Medal Ishikawa Medal  International awards European Quality Award Canadian Quality Award Australian Business Excellence Award Deming Prize from Japan  Thailand National Awards ____________________

19 Dr. Karndee Prichanont IES331 1/ ISO 9000  A set of procedures and policies for international quality certification of suppliers  ISO 9000 Family Standards _____________________

20 Dr. Karndee Prichanont IES331 1/ ISO 9000 Family ISO 9000  Quality Management Systems— __________ __________________________________  Describes fundamentals of QM systems  Specifies the terminology for QM systems

21 Dr. Karndee Prichanont IES331 1/ ISO 9000 Family ISO 9001  Quality Management Systems— _____________  standard to assess ability to achieve customer satisfaction  Specifies requirements for a QM systems where an organization needs to demonstrate its ability to provide products that fulfill customer and applicable requirements and aims to enhance the customer satisfaction  “_______________”

22 Dr. Karndee Prichanont IES331 1/ ISO 9000 Family ISO 9004  Quality Management Systems— _____________ _____ _________________________________  guidance to a company for continual improvement of its quality-management system  Provide guidelines that consider both the effectiveness and efficiency of the QM system  Aim to improve the performance of the organization and satisfaction of customers and other interested parties  “_________________?”

23 Dr. Karndee Prichanont IES331 1/ Implications of ISO 9000 for Local Companies  Many overseas companies will not do business with a supplier unless it has ISO 9000 certification  ISO 9000 accreditation  A total commitment to quality is required throughout an organization


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